• Using BPMN 2.0 and ITIL foundations, preparing all business requirements, process flows, templates, UAT programs, and more for more than 200 Customer Success employees.• Project managing programs across multiple departments (company wide) for financial and payments, new product releases (security, hardware and software), and end of life, and support readiness, catering to and understanding internal and client requirements and needs.• Project Managed and developed from beginning to current, Balance Deferral and Relief Programs for clients enduring financial hardship during COVID-19 pandemic with high success rates, reaching and assisting over 2000 businesses.

• Use client and business data and analytics (specifically Google Analytics and Pendo) to make informed process and content decisions and initiate and run to completion, projects for business improvements. • Write internal, technical and customer documentation in relation to Revel Systems products and ecosystems. • Using reporting and feedback to provide return on investment and progress reports and adapt current processes and projects as required for maximum results.

• Manage Agent productivity, and operational quality against organisational specifications for a distributed global teams across the US and EU.• Develop and present executive level reporting and metrics to show improvements and success within the internal Support Organisation and Intuit Partnerships.• Develop and provide streamlined communications, training and documentation between international remote and onsite teams over multi-skilled levels.

• Act as product specialist in providing cross-functional product knowledge, assistance and support to customers, sales and support teams.• Submit feature requests/enhancements and diagnose and present bugs in software integrations based on customer needs whilst working closely with Product Management and Engineering on requirements, design, testing and release.